Hafren Dyfrdwy

Hafren Dyfrdwy, the water service for northeast and mid-Wales

Hafren Dyfrdwy is a water and waste services company whose name means "Severn Dee", reflecting the coming together of Dee Valley Water and Severn Trent to form a new water service for customers in Wales. The company was formed in 2018 and states that it is committed to keeping bills low and providing fresh water for generations to come.

Territory and customer base

The company serves customers in northeast and mid-Wales. According to its own account, it supplies 87,000 water customers and 22,000 waste customers across Powys, Wrexham and parts of Flintshire, Denbighshire and Montgomeryshire.

Infrastructure under management

Hafren Dyfrdwy reports responsibility for 2,650 km of water pipes and 500 km of sewers. It also owns and operates 100 water pumping stations and 88 sewage pumping stations, alongside five water treatment works and 50 sewage treatment works.

Customer support and payment help

The company groups its customer-facing support in a "Here to Help Hub", which it describes as a set of services tailored to customers. These include flexible payment options and help with bills, as well as extra support for people who may need it because of a medical condition. The hub also covers the company's community and environmental work.

Water saving and demand in hot weather

The site notes that water demand increases across the region during hot weather. Hafren Dyfrdwy states that no hosepipe ban is in place, while encouraging customers to use water wisely to support customers, communities and the environment when demand is highest. It also lists simple ways to become a "water saver".

Environment, strategy and social purpose

The company describes a public service ethos combined with private sector investment as the basis of its approach. It addresses the risks posed by climate change, pressure on water supplies, the shift to greener energy and improving biodiversity. Its Strategic Direction Statement sets out the trends, challenges and opportunities it expects to face over the next 30 years, together with its future priorities and how it intends to respond. The stated aim is to make a positive environmental and social difference to its local region and to Wales.

Customer involvement and community role

Under Ofwat's consumer involvement rule, Hafren Dyfrdwy states that it must listen to customers and show how customer views have been used in decision-making. The company also describes a role in supporting local businesses, offering days out at its reservoir sites and investing in young people in its region.

Emergencies and billing contact lines

The site separates two telephone lines: an emergencies line operating 24 hours and a separate line for bills and payments. It also offers help in a customer's preferred language and publishes a range of corporate information, including accessibility, privacy and cookie policies, terms and conditions, careers, news and a modern slavery statement. Hafren Dyfrdwy is part of Severn Trent PLC, alongside Severn Trent Water, Severn Trent Services, Severn Trent Green Power and Severn Trent Connect.